A Report of the Internship Training at The Cochin Heritage Hotel,

(Submitted in partial fulfillment of the requirements for the award of the Degree of
Bachelor of Commerce -Tourism and Travel Management)

By:

Vishnudev.P.R
(Reg. No. 06D0612) under the guidance of Mrs. Bindi Varghese

Department of Tourism Studies September -2010

DECLARATION

I hereby declare that this Report of the Internship Training at The Cochin Heritage Hotel has been prepared by me during the year 2010-2011 under the guidance of Mrs.Bindi Varghese partial fulfillment of the requirements for the award of the degree of B.Com Tourism and Travel Management for the academic year 2010-11. I also declare that, this is my original work and has not been submitted at any time to any other Institution or University for the award of any other Degree or Diploma.

Place: Bangalore
Date: Vishnudev.p.R Reg. No. 08d0612

GUIDES CERTIFICATE

This is to certify that this Report of the Internship Training at The Cochin Heritage Hotel is based on the original and independent study conducted by Vishudev.P.R (Reg. No.08d0612) Under my guidance and supervision. This report has not formed a basis for the award of any Degree/Diploma of any other University/ Institutions.

Place: Date: -

(Mrs.Bindi Varghese)

CERTIFICATE

This is to certify that Vishnudev.P.R (Reg. No. 08d0612) is a bonafide student of V semester B.Com Tourism and Travel Management. He has prepared a Report of the Internship Training at The Cochin

Heritage Hotel in partial fulfillment of the requirements for the award of the degree of B.Com Tourism
and Travel Management for the academic year 2010-11.

(Co-ordinator)

ACKNOWLEDGEMENT
I received help from many people, directly or indirectly before and during my Internship. I am taking this opportunity to express my heart-felt gratitude to each and every one of them individually.

I owe my sincere thanks to, Mr. Tomy K. Kallarakkal (Head of the Department), Mr. Dr.Joby Thomas (coordinator), other faculties of the Department of Tourism studies, Christ University for their support and encouragement.

I hereby express my deep gratitude to Mr. Thomas joseph (Managing Director) and Mr. Jijo.Mathew (operating manager) for giving me a chance to do my training at The Cochin Heritage Hotel Cochin

I would like to extend my special thanks to all staff at The Cochin Heritage Hotel, Cochin, particularly Mrs. Ginju , Mr.Babu, Mr. Manojand Mr. Mufthy for providing me with such an opportunity to gain exposure to the ground realities in the industry

Contents
Chapter I: Introduction

Chapter II: Company Profile

Chapter III: Learning experience

Chapter IV: Findings and observations

Chapter V: Suggestions and Conclusion

References

CHAPTER 1

INTRODUCTION

Tourism is one of the worlds largest industries and in many regions it is the single largest source of investment and employment. It is one of the biggest sources to understand history, culture and civilization of a country in a most effective manner. In the past two decades, the tourism industry has experienced record growth. Increasing consumer demand of educational and participatory travel experiences has resulted in a variety of nature based tourism, culture

heritage tourism and agritourism. Today more and more communities seek to link strategic tourism planning with sustainable development. India has the right tourism potential and attractions to captivate all types of tourist whether it is adventurous tour, cultural exploration, pilgrimages, visit to the beautiful beaches or to the scenic mountain resort. According to World Travel and Tourism Council, India will be the worlds leading tourism hotspot having the highest 10-year old growth potential. The Travel and Tourism competitiveness Report in 2007 ranked tourism in India 6th in terms of price competitiveness and 39th in terms of safety and security. The report Indian Tourism Industry Analysis by RNCOS provides an insight into the Indian tourism market. It evaluates the past, present and future scenario of the Indian tourism market and discuses the key factors which are making India a potential tourism destination. With focuses on different parameters of tourism industry, including inbound tourism, outbound tourism, expenditure by inbound tourists, medical tourism, and hotel industry, the report gives a thorough analysis on the tourism industry in India. According to the report, India presents one of the most potential tourism markets in the world. It has expanded rapidly over the past few years and underpinned by the government support, rising income level and various international sports events, the Indian tourism industry will continue to grow at the fastest pace in the coming years. However, the industry may have to cope up with several challenges which will limit its growth.
India attracted about 4 million foreign tourists in 2006 who spent US$8.9 billion. The tourism industry in India generated about US$ 100 billion in 2008 and that is expected to increase to US$275.5 8

billion in 2008 at a 9.4% annual growth rate. India is expected to see an arrival of 10 Million international tourists by 2010, up from just 5 Million in 2007.

THE DEFINITION:

The International Union of Official Travel Organization (IUOTO) , now called World Tourism Organization (WTO) , has defined tourist as a temporary visitor staying for at least 24hours in a country visited when the purpose of a journey can be classified under one of the following headings:- leisure-recreation, holiday, health , study, religion and sports; or business, family, mission meetings. Travelers staying less than 24hours according to WTO are excursionists. The United Nations accepted the above definition of a tourist provided by IUOTO in their Conference on International travel and tourism in 1963. Conceptually, tourism arises from the movement of people to, and their stay in, different destinations. The journey is the dynamic element in it and the stay, static. The journey and stay are to, and in, destinations outside the normal place of residence and work. Destinations are visited for purposes not connected with paid work or regular employment. Again, this movement is of a temporary and short duration a few days, weeks or month.

Future of Tourism Industry in India:

Tourism is a growing industry in India. Hoteliering as well as tourism account for the major foreign earnings for our nation. The declining value of the rupee and a good image of India as an exotic tourist destination have boosted the tourism and hotel industry in India during the late nineties. It is very surprising to note that small countries like Indonesia, Mauritius, Seychelles, Malaysia, Hong Kong and Thailand have been able to do very well on the tourism front. India is the ancient cultural cradle of the world. It has fascinating tourist destinations like the Taj Mahal, The Khajuraho temples, the marble mountains, The Gateway of India, the Red fort and the Qutub Minar, The Ajmer Palace, The Bharatpur, Bird Sanctuary, The city of Canals and many more. We Indians are also not aware of the beauty of our country. Our ancient cities, palaces, lakes, temples, gardens, minarets, mosques, and lakes mountains delightful experiences for all the travelers as well as visitors. The foreign tourist longs for a tryst with India and loves to visit each and every corner of this vast country Our tourism exchange earnings are less than $1.5 billion and account of 0.5 percent of the total tourism traffic of the world. On the other hand, the tourism earnings of Singapore are $34 billion. The same figures are $6.5 billion for Malaysia. The facts do not point towards a healthy trend. We have not to depend merely upon the dollars rupee parity but also, we have to generate enough of interest about the Indian subcontinent in the minds of the tourists so that they continue to come here and enjoy being here

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The problem of Kashmir has not been solved. Ten years before many tourists were kidnapped and a few of them were killed by the Kashmiri militants. Although the situation is under control, yet the army has to keep strict vigil over the sea. Therefore, the inflow of tourists is less. The situation is much better now and many Indians and foreigners visited Kashmir Central India, The North Eastern states, Calcutta, Mumbai, New Delhi, Khajuraho, and Goa are the most popular tourist destinations. Rajasthan is paradise for the foreigners and this state provides a wide range of cultural and ethnic diversities to the visitors. The foreign tourists are appalled at the state of Indian catering services, roads, guides services, hotels motels, and transportation services and above all, the degrading environment of the Indian subcontinent. We would have to provide four star amenities to the tourists at the prices of three state standards. If we do not follow this norm, we would lose tourists to the United States of America, Seychelles, Mauritius, Singapore, Thailand, Hong kong, and Japan. These countries offer entertainment, good quality rooms, and transportation, liquor, as well as food, at the most competitive prices. They follow international tourism norms in terms of catering, hospitality, and hygiene. We do not follow any norms and this leads to aversion on the part of the tourists from India. It is fortunate to note that hotel management and tourism have become serious subjects as well as vocations. The government as well as the private institutions has launched many courses in tourism as well as hotel management. The professionals in tourism and travel are required by tour operators as well as airlines. The sea cruisers and airlines also need hospitality staff and chefs are required around the world. Hotel professionals are also in great demand. This would boost the hotel industry as well as the economy.

The services of tourist guides, catering, roads, air travel, sanitation, transportation, and telecommunications would have to be operated on professional grounds. The international agency is doing well to promote and regulate air travel around the world. The Government of India is also doing its best. The participation of the private firms has also increased. However, a lot needs to be done in this crucial area. We can earn a lot through tourism as well as hotel
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industries. Our outlook and approach would have to be professionalized if we want to achieve concrete results in this fastest growing industry.

Facts about Tourism Industry trends

2007 witnessed Global tourism rolling with a pace which was not expected. Period between January 2007 and April 2007, witnessed a hike in 6% of the influx of tourists all over the world which took the number to 252 million.

There was an influx of 15 million more people as compared to what it was a year back under similar circumstances. This was found out by UNWTO.

There was a growth of 9% in Asia and Pacific. Africa witnesses a growth of 8%. 8% increase was noticed in Middle East. 6% increase in Europe. America registered a growth of 4%. This slow change was registered in the initial months. However, tourism industry trends in both the Americas predicted a double growth forecast in 2007.

With many cheaper airlines flying between places, it is becoming affordable for all and sundry. Adding to this is the trend which shows an increase in income which is spendable.

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Dimensions of Tourism
All tourism activities are related to one or more of the following dimensions of tourist

Attractions:Attractions are the primary motivations for travelling. They may be a primary destination such as Disney World or secondary destinations which are interesting places to visit on the way to your primary destination.

Natural Resources:Natural resources are the combination of physical features. The challenge to managing natural resources based tourism is to preserve the natural resource from the impact of the tourist's.

Culture:Culture is a way of life which is observed through the peoples religion, history, government and traditions.

Ethnicity:Ethnicity means to visit family and friends.

Entertainment:Entertainment means tourism developments of all sizes from Disney World, Universal Studios, to local community Special Events and Festivals.

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 X-treme Tourism:Tourism based on high adventure activities.

Facilities:-

When tourists arrive at attractions they require facilities to provide services.

Lodging:Represent a variety of services from campgrounds, hotels, motels and five star resorts.

Food & Beverage:Not only provide basic sustenance for tourists but an important factor in the overall tourism experience.

Support Services:Usually are represented by small retail businesses providing souvenirs and personal services. Shopping is an integral part of the travel experience. Tourists seek unique and novel items which represent the area and cultures they visit.

Infrastructure:Infrastructure means the basic services on which tourism depends. These systems include water and sewer systems, communication networks, medical facilities, electricity, police and fire protection and roads.
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 Transportation:This is the critical component to tourism, the ability to get from Point A to Point B and back, or to Point C, D, and E. The variables of Time, how long it takes to get to a specific destination, and Money, how much it costs to get to your destination. Tourism developments are dependent on the ease of access and types of transportation available.

Hospitality:The community's attitude which permeates every tourism location that makes the tourist feels welcome and safe. It is the result of the interaction between the tourist and the local population.

National Tourism
India holds virtually every kind of landscape imaginable. An abundance of mountain ranges and national parks provide ample opportunity for eco-tourism and trekking, and its sheer size promises something for everyone. At any part of the year India can offer you a dazzling array of destinations and experiences. In summer, when the subcontinent is sizzling, there are spectacular retreats amidst the heady beauty of the Himalayas or the lush heights of the Western Ghats with cool trekking trails, tall peaks to conqueror stretches of white water for the adventure seekers.

In the cool of an Indian winter, cities come alive with cultural feasts of music and dance. The balmy weather is an ideal time for you to go century hopping in romantic cities studded with medieval forts and palaces. The sun drenched beaches are inviting and wildlife sanctuaries with their abundance of flora and fauna are a buzz with the nurture of the young.

You can taste the delights of the Indian monsoon anywhere in the country- on a camel safari in
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the Rajasthan desert when nature comes alive and the peacocks dance; along the west coast where the relentless slanting rain paints the countryside in brilliant greens or even trekking amidst the stark grandeur of mountain valleys lying in the rain shadow of the Himalayas.

Experience exotic India live like a maharaja in the rich ambiance of royal forts and palaces that are now heritage hotels; luxuriate in the serene beauty of a coral island with its turquoise lagoon; participate in the exuberance of a village fair or a colorful festival; day dream on a house boat drifting down the palm - fringed backwaters; delight in the grace of a dancer or shop till you drop - buying exquisite silks, carved figurines, brass and silver ware, marble inlaid with semi-precious stones, finely crafted jewelry, miniature paintings, carpets....at unbelievable prices.

Kerala Tourism
Clichs and ratings run wild in aggrandizing Kerala the Gods Own Country, Land of Coconuts, State of Enlightenment (National Geographic), one of the 6 destinations of the millennium (Khaleej Times), one of the 50 must-see destinations of a lifetime (National Geographic Travel), but for once it is also a place that justifies the hype. The glossy photos in travel magazines and online travel guides dont lie Kerala, the surreal tropical paradise, is truly enigmatic and beautiful.

The state of Kerala sits in sharp contrast to the rest of India with its highest literacy rate, women outnumbering the number of men, newspaper readership among the highest in the world, worldclass health care systems and being the most developed society in India. This petite state synonymous with wellness is popularly referred to as the Land of Ayurveda.

With the Arabian Sea in the west, Western Ghats towering 500-2700 meters in the east and a network of 44 rivers cutting across the state, it is Keralas unique geographical features that make it one of the most sought after tourist destinations in Asia. The state is divided into 14 districts, all of which offer unique combinations of - shimmering backwaters, bio-diversity hotspots, tropical forests, golden sand beaches, historic monuments, Wildlife Reserves et cetera.
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Cosmopolitan Magazine, in apt recognition of the states romantic charms, rates Kerala as one of the top 10 love nests in India.

The state stays abreast with other developed nations of the world. The proactive policies has helped catapult the state into one of the major IT hubs of India, on par with that of Bangalore and Hyderabad. Watch dazzling kaleidoscopic visions of a landscape painted with many shades of green unfold before your eyes as you travel from one end of the state to the other. Kerala is, beyond the power of words to say it, a lovely destination, or to be more precise, the loveliest of all destinations in India. Sit back and enjoy the sights and sounds of this timeless land.

Ernakulam Tourism

Ernakulam refers to the eastern part of the mainland of Kochi city in Kerala, India. Ernakulam is the most urban part of Kochi and has lent its name to Ernakulam District. The Office of the Corporation of Cochin, and the Kerala High Court are situated here. The name 'Ernakulam' is derived from the name of a very famous temple of Lord Shiva called the Ernakulathappan Temple. It is also said that the word Ernakulam was drawn from Malayalam words 'Ere naal Kulam', which mean 'Pond for a long time'. Ernakulam is the commercial capital of the state of Kerala.

Ernakulam, the commercial capital of Kerala, served by an international airport, fine communication facilities, excellent accommodation, modern amenities and a lot of attractive tourist places gives a breathtaking experience for its visitors and settlers. The district took its

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form on 1st April 1958, by carving out the areas of erstwhile Travancore, Kochi & Malabar kingdoms. The word Ernakulam was derived from a Tamil word 'Erayanarkulam' which means 'Lord Shiva's abode'. The commercial capital of Kerala and the most cosmopolitan of Keralas cities, Cochin is a fascinating blend of cultures. From time immemorial, it has been the favorite destination of globe-trotters and explorers. Blessed by one of the finest natural harbors in the world, Cochin has been eulogised as the Queen of the Arabian Sea. In and around Cochin are several cities of monumental value, but step into Fort Cochin, and you are in a totally different world. The Chinese fishing nets, the Jewish Synagogue, the Dutch palace, the Portuguese and British Architecture, all finely blend with the rich heritage of the land, intricately woven folklore and fact. With an international airport, an international sea port and a busy network of road and rail transport, the city is well connected to the rest of the world. You can either board a bus or hire a three-wheeled auto rickshaw. If you prefer the ferry, the trip begins either from the Main Boat Jetty or the Terminus Jetty near Willington Island.

ACCOMMODATION SECTOR IN TOURISM INDUSTRY

Accommodation is one of the largest and fastest growing sectors in the tourism industry. In 1997, approximately 173,000 people were employed in hotels and other lodging operations in Canada. Between 1986 and 1996, accommodation services experienced growth of 39%. Reasons for this are: demand is extending beyond traditional seasons, e.g. conferences during the summer at ski resorts growth of large chains and increased interest in vacation or time-share concepts increased interest in Canada as a destination.
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The benefits of growth are reaped by those looking for careers in this sector. New jobs are being created, movement along one's career path is accelerated, opportunities for positions and careers in different regions and types of establishments are increasing.

Hotels
Hotel properties usually cater to both business and pleasure travellers and offer a wide range of accommodation types. Deluxe, airport and convention hotels are generally located in urban centres or near airports. They are often large (over 150 rooms) and have a wide range of facilities and services (e.g. convention rooms, restaurants, shops, fitness centres). Many are members of a chain, meaning that the property is part of a larger company and has sister properties in other areas. The benefit of working at a chain to an individual employee might be the ability to transfer to other properties in the chain. All-suite hotels are increasingly popular. Each unit contains the same facilities as an apartment, meaning the traveller has a private place for meetings (i.e. the dining room table) and a kitchen for cooking meals. Smaller, privately owned hotels offer lodging and many also contain a caf or restaurant, and a beverage room. Resort hotels and lodges are usually located in or near recreational sites. Many offer guests a wide range of activities, such as golf, skiing, tennis, riding or water sports. They may also offer entertainment (e.g. nightclubs, shops, piano bars, casinos, dinner theatre) and have convention facilities. Motels, motor hotels and inns are often much smaller (less than 150 rooms), less expensive facilities that appeal to overnight or short-stay travellers. Some motels are Franchise or chain operations, others are independently owned and operated. Motels are often found in smaller communities, the suburbs of cities and along major

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CHAPTER 2

COMPANY PROFILE

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The Cochin Heritage Hotel, a grand heritage type structure reminds you of a by gone where. Where the elsewhere kings and queens lived in grandeur. The hotel offers elegant hospitality at its best for the deserving business as well as leisure travelers. The hotel offers luxury and royal ambience for an affordable price. Only a few meters away from bustling city centre Vytilla Junction, feel the ambience of a 19th century palace building.

The COCHIN HERITAGE HOTEL follows customer satisfaction on the top of our priority list. They serve them the best way we can, the best way they should be. They always have understood the importance of our space, far from the crowds yet not remote. The hotel was designed by the M.D itself Mr.Thomas john .the hotel has a offers three star facility to the guests .the hotel was now a land mark of the village called vaitla . The backwater frontage on front of the hotel is the most valuable attractions .the hotel itself has got three well equipped house boats. The hotel also focuses on the business class peoples because the hotel is situates neat to all the IT parks and the cochin shipyard Hotel cochin heritage is unique in the design itself. The hotel memories us the 19 centaury Kerala palaces .The nalukettu in side the hotel was the major attraction of the hotel .the hotel also provides ayurvedic massaging center .the aiyurvedic treatment center called aiyur" the hotel has a tie-up wit Birlas Kerala vadiyashala offers quality treatment

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COCHIN HERITAGE HOTEL

Kaniyampuzha Toll, Eroor Off. Vyttila, Ernakulam-682306 Tel : 0484 2777182, 0484 2777183, 0484 2777184 Fax : 04842777187 Email : info@cochinheritagehotel.com cochinheritagehotel@gmail.com Website : www.cochinheritagehotel.com

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Facilities

ACCOMMODATION

Elegantly designed rooms the hotel provide 14 rooms, spacious and elegantly decorated. The hotel has three types of rooms Standard, Deluxe and Suites and all the rooms are designed perfectly to suit the taste of our guests. The fully furnished air-conditioned rooms are equipped with optimum facilities and are made keeping in mind the discerning travelers. All rooms have coffee makers, internet access and mini bar.

DINING

Cochin Heritage Hotel offers round the clock service. Multi-cuisine restaurant Periyar offers ethnic Kerala dishes. Dynasty is a speciality restaurant offering some of mouth watering cuisines from different states of India. Hibiscus, the coffee shop is the perfect place to grab a bite in a hurry.

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Conference Hall

Well equipped halls to confer or celebrate an occasion! Our air conditioned conference hall is fully equipped with state-of the art facilities and a seating capacity of up to 100 pax.

Departments
Front office Housekeeping Food and beverage services Conference hall ayus the aiyurvedic treatment center

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Front office

The front office department is one of the most important paet of hotel,as it is the first point of contacts with all the guests with in the hotel.The front office plays an important role in up selling of rooms and interaction with the guests In cochin herritage hotel front office department usses a specially desighned software calledathithifor doing the reservations as well as the servicecenters In Cochin Herritage Hotel the front office department is divided into the following sections .recption .business centere .service centere .reservations .travel desk

Travel desk
Travel disk is the place where all the travel requirements of the guests where taking .The travel desk in this hotel will arrange transportation to any part of india.The unique feature of the travel desk is they will arrange house boat facilities to kumarakom as well as alapuzha.the travel desk of the hotel has many tie up with many travel agencies so it is easy to coordinate the travel requirements.

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Housekeeping

The house keeping department is responsible for the overall cleanliness of the public areas and for 45 rooms includin 2 suites .\the house keeping department also shedules the super cleaning ,buffing,polishing,and cleaning of chandelieres.the chandeliers are cleaned during the night shift as there is very less guest movement during this time .24 super deluxe rooms .15 delux rooms .6 duplex rooms .2 suite rooms The house keeping depatment is divided into following sections >control desk >laundry >florist >linen room >uniform room

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Food and beverage services

The cochin herritage hotel offers a wide and exciting rang of food and beverage options to its prospective clienteles.the clientele of the hotel are not only the in-hose guests but also includes walk inn guests who came to the hotel to make the use of is various food and bevrage outlets .the hotel also equally takes resposibility to promote its reataurents ,since these are a big revenue,its invests lots of money and time for the renovation and reburbishment of its generating venture

The food and beverage outlets are the following

>In room dining (room service) >Periyar offers ethnic Kerala dishes. >Dynasty is a specialty restaurant offering some of mouth watering cuisines from different states of India. > Hibiscus, the coffee shop is the perfect place to grab a bite in a hurry

Conference hall

The hotel also provides conference room for business people as well as for conducting events air conditioned conference hall is fully equipped with state-of the art facilities and a seating capacity of up to 100 pax.food and all the facilities will be provided by the guests request.

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ayus the aiyurvedic treatment center in association with adithya birla kerala vaidhyashala

The centre offer ayurvedic therapies from the sacred ancient texts. One can just lean back, relax in the ethnic surroundings and get revitalized with a range of treatments. BKV has 26 outlets across India in Kolkatta, Shirdi, Alibagh, Mumbai, Goa, Nashik, Panchagani, Pondichery, Fortkochi, Aluva and Cherai.. Products & Services Ayus offers Disease based treatments, Wellness treatments and Panchkarma treatments Disease-based Lifestyle and degenerative disorders: Obesity, Osteo Arthritis, Acid peptic disorders, diabetes etc. Chronic: Bronchial Asthma, Gastritis, Rheumatic disorders, Psorasis etc. General disorders: Sinusitis, Cosmetic problems, Neurological disorders, Musclo Skeletal disorders It also offers Geriatric and rejuvenative medicines for the mass

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Wellness Treatments It offers a wide range of 76 procedures which restores the health of the healthy person. Some of these are Sarvakaya Abyangam, Kshetrapalan, Amayushman Bhava, Nirvana, Madhu Moksha etc. As explained in Ayurveda as 'swasthya charya' (Code and Conduct for a healthy person to restore health)

Panchkarma Treatments BKV offers a full range of Panchkarma treatments of Ayurveda which is comprised of five basic types of advanced treatment for the evacuation of vitiated Dosha (toxic materials) from the body. One can consider this as a body de-tox program. There are so many subtypes of this therapy and different types of herbal massages, fomentation's such as steam, external oil treatments, Basti (medicated enemas), Virechana (purgation through herbs), Vamana (emesis through herbs), Nasya (nasal administration of oils) etc. are also incorporated. These practices are extremely helpful in relieving deep seated diseases as well as being beneficial for maintaining and improving physical and mental health.

BKV has designed various modules to offer the above treatments Day Spa activities

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Economy centres activities Stay Spa/ Luxury Spa activities Cruise Spa

Room tariff

Type Deluxe (A/c) Super Deluxe (a/c) Suite (a/c)

Single Occupancy 2000+ Tax 2500+ Tax

Double Occupancy 2500+ Tax 3000+ Tax 4000+Tax

Accomodation with breakfast

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CHAPTER 3

LEARNING OUTCOME

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Learning outcome
Front office operations /sales and marketing
At the front office operations I learned to reduce waiting time during peak check in and check out time. also I leaned to eliminate billing errors and improve accuracy .i understood how to optimally utilize the current product things (rooms)to increase the revenue. At the executive tim e I discovered how to increase customer delight .i also found out ho to increase the occupancy .their is an increase accuracy in the information .loss calls are reduced or eliminated

Food and beverage service / production

I learnt to maintain optimal inventory also I learned how to minimize wastage /pilferage. I found out how to standardize the output of food and beverages. I understood how to reduce the time from order to service . i learned the optimal utilization of current product mix (f &B outlets )to increase revenue

Accommodation operation (house keeping)

I learned to reduce around time of making /turning down a room .I was taught standardization of cleanliness across areas.

Purchase / stores
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I found out how to reduce inventory surplus .i was taught the cost benefit analysis between cost of inventory and cost of storage of products where prices vary seasonally. I learned to standardize the operating procedure of issuance to various departments . I also understood how to reduce the turnout time of issuance to various department.

Human resources / personnel I learned to maintain the accuracy of payroll. I found out how to reduce turnaround time of recruitment and reliving. I gained of increasing the employee satisfaction rate .

Some other things I learned In the hospitality industry and more specifically upper segment hotel restaurants providing hospitality ,the enjoyment of high quality food and beverages is viewed as part of a special culture. in this culture hospitableness is one of the central themes learned how to make sales celli gained knowledge of meeting clients and explaining the plans visited different hotels and found out their deals I learned how to arrange sales and marketing files .I went with my senior to assist him in giving a presentation .I discovered how to prepare files and provide them when required .I learned about housekeeping . I found out how to organize an event. I also understood how to prepare a report .More over I learned about team work. Hospitality work is very challenging but it is very interesting at the same time .We have ti give better services to our clients if they have to comeback again .if we are not on the top of providing the best then we have a big problem of attracting others .but it is very interesting that we get to meet a lot of people from diverse backgrounds , people we would not otherwise have meet and it gives us a chance to know more of their life style .Again it makes us a better person in communication and also offers the chance to make friends . Hotel industry is the place were a high degree of professionalism , specialization, and organizational abilities are required for the successful running.

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The main divisions and sectors are sales, research and planning ,finance and accounts ,services and publicity and public relations. all this discussions play a vital role in simplifying the functions responsibilities of hotel industry. I worked five days a week .when I am in office I attended staff meeting ,than I start my routine work. meeting clients, thus finding out they feel about the place and services. There they think we need to improve until 6 in the evening when I leave. But there are times when I have to go all the way to midnight depending on the need. In this industry our services are needed and you also to get to enjoy the services. Internship provided me an opportunity to work together with the people of the company and to develop strong understanding of the company culture and operations was able to gain exposure of the corporate services and experience the profession and hands on. The complex opportunities also provided an excellent avenue for me to develop a strong relationship and communication skill for future I do not call them challenges but opportunities is that to give the best to your clients , they are not looking at the services , here they are buying experience a guests checks in and uses all your services until they get out That cycle of experience can only be complete if everything goes the way it is supposed to go If there is a problem at a certain stage , then it will spoil the whole experience . While working at the reception desk I not only connected the incoming calls to the various departments but also took various customers enquiries and updated them with their reservations and also explain about the different packages . When the staff attended sales meeting or board meetings I was handling calls and also learned how to transfer various calls . At the first week I as send to administration department were I was working under the administration manager , who guided me in the various day today activities at the office . I was handling the data entry works and also decimation works

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Along with the documentation and data entry works I was told to assist the different co workers in the office in typing information and recoding the day today activities The importance of punctuality and customer reaction was fully understood during those days in the office retaking the existence customers itself needs a lots of effort to put ,so all these can be achieved only through satisfaction the customers . retaining the existence customers are much more difficult than getting a new customers. Relation between employee and guest relation Customer satisfaction has emerged as an important component in the bottom-line success of service business. Satisfying the

In addition to these I learned these things during the summer internship programme in the hotel

Role of communication in hospitality sector

Demonstrate the ability to use professional written and oral communication skills and technology to successfully communicate to a variety of audiences Modes of communication appropriate for a variety of specific audiences. How to use written communication to convey clearly ideas and thoughts. Verbal communication in oneon- one, group, and formal presentation settings.

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 Use of visual communication and technology to enhance and supplement other communication strategies Determine appropriateness of communication forms for audiences and contexts. Use oral, written, and visual communication in presenting an oral presentation to a group. Use current information technologies.

Physical Resource Management Laws and regulations that impact food and lodging operations Procurement Product flow and ergonomics Technology for problem solving and decision making Identify and recognize legal issues that may impact human resource decisions Develop an in-service training program for employees Develop and analyze financial statements

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 Utilize ratio analysis of financial information Apply various cost concepts Monitor and control costs Explain the budget preparation process and variance analysis Apply price-decision tools Identify and recognize legal issues that may impact the management of physical resources. Use technology for problem solving and decision making Apply ergonomics to increase productivity

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Professional Development

Practice professional ethics, provide leadership, demonstrate personal and global responsibility and work effectively as a team member. Professional ethics Personal and social responsibility Leadership How to work effectively as a team member The impact of environmental trends on career planning. Making ethical decisions. Working effectively as a team member. Assessing the environment to make appropriate career decisions.

Human Resources

Laws and regulations that impact human resources Labor relations

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 The employment process including recruitment and selection of employees Developing and maintaining a workforce including training and development, performance appraisal, and compensation management.

Food and beverage dept

History and culture of food Sensory evaluation of food

Role of food in promotion of a healthy lifestyle Quality food standards Food safety, sanitation, HACCP,and food security Food production systems Ecological issues related to Foodservices

Managed services and franchise Opportunities Design and analyze menus for foodservice operations

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CHAPTER-4 FINDINGS & OBSERVATION

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People in cochin heritage hotel work for company motive not for personal motive. The hotel takes care of their of their employees by providing all sorts of facilities to them. team motive is take care of. there is also an emphasis on individual growths realized that people re very supportive and friendly towards their co workers. New ideas for development or enhancing their work are always encouraged. The assignment of work and power is already done so each person knows what they have to do. at the end of the day every reports to their team head for discussing their day and the work done through out the day. The employee get an opportunity to improve himself.

All the rooms were well furnished and equipped with the latest basic amenities: a telephone, a television ,a mini bar , aiyuvedic center and a telephone connection in e bathroom, to name just a few. special oriental restaurant called periyar .It exquisite cuisine from Kerala as well as all south Indian dishes.

The Banquet halls were re-furnished and in 2000,two new halls were added to the existing, taking the capacity of banquet halls from 410 to 1200. The aim was to increase the banqueting space in the hotel to provide the discerning section of the clientele the advantages of premium banqueting. The dcor ,ambiance, food facilities and equipment provided in these two new halls were targeted at the premium market. A swimming pool was set up. This was connected by a private bridge for use by the guests. This was connected by a private bridge for use by room guests. The health club or gymnasium was equipped with the latest equipment. They are communicating with intercom, this is a telephone system where the employs with in an organization , can keep in touch without walking to each others work station and wasting time Each employees work profile was clear which helps them to work efficiently.
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The pay stricture was earlier uncompetitive . the hotel have revised the pay stricture .mow the employees salaries are competitive with the others in the hotel industry. the hotel is now conducting industrial surveys with regard to salary levels .now the hotel is taking fresh trainees from the hotel management institutes. for front line parole , the hotel also takes fresh graduates. the cochin heritage hotel look in a candidate for

.A service attitude :what is their capacity to smile ?this is important for front desk people . A hotel management background , especially for F & B people . An ability to communicate in English and in the vernacular .The family background and interests For all recruits ,training is centered around our mission and core values .we manage many of our operations through a contact trainee system under this system , we train a person for 1 year with out any graduate of employment .during training the management watches trainees closely and only those who are really good are absorbed into the hotel as permanent supervisors .they have also to undergo an examination before conformation The turnover of the hotel is very low .the overall turnover is now about 15%., but this is due to high takeover of trainees ,our relation at senior level is quite good Attempts were being made to equip employees with a greater variety of skills , both for their own benefit and for the hotel .For example , room boys and butlers were thought the elements of repairs of TV sets , so that they can quickly repair TVs in case of minor complaints rather than getting the electrician .The mechanics might or might not be available .mulitiskil development has so far not been much of a success . A great deal of stress was laid on training at al levels .Training needs had been identified for each employee and a number of training courses organized , including for senior level executives Front line staff, waiters ,room boys ,and others had to compulsory undergo refresher courses were the right way of doing things were reinforced ,The hotel spent about four percent of its revenues on training , which was considered much higher than the industry average
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Hotel give a full training in each activity involved in the cleaning of a room ,cleaning procedures, equipment to be used ,setting up store cupboards, arranging the room and the bath room etc..they are also told how to ask for supplies and linen .we consider the training of supervisors as extremely important .each new supervisor does 25 to 30 days of independent room cleaning himself .he has to give the perfect room before he can actually supervise. we also give theory classes in which the housekeeping standards operating procedures manuals are discussed and explained in detail .they are also tested on hoe much of the SPO s and instruction shave been understood and assimilated by them

Summer internship in Hotel cochin Heritage provided a good platform to be trained in travel and tourism industry. Here are the major findings and observations which I found during the training.

Hotel cochin Heritage is placed at a Strategic location. The office is situated in Vytila, Cochin, one of key cities of Kerala. There are 67 people working in different departments of the Hotel. All the employees were trained to provide quality services to the customers. Maintains good relations with other hotels, travel agencies and different Tourist departments across India The company is highly employee friendly. They get a wide range of customers such as corporate, businessmen and tourists .
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 The locality and accessibility of the Hotel is favorable for doing better business Feedback from the customers indicates that services provided by Hotel cochin Heritage, is up to clients satisfaction.

Staffs were highly skilled and gave me adequate Knowledge Transfer (KT)

The employees had a good way of communication with each other. They could communicate by means of intranet .a system where the employees within the organization can keep in touch without walking to each others work station and wasting time.

They keep track of their past customers and the target market by updating them regularly Mostly this intimation is done through the telephone and by entering the details of the customer interest into the inquiry forms.

The working environment in Hotel cochin Heritage is exceptionally pleasant because the staffs work under a decentralized system and the belief in co-ordination and cooperation persists.

Moreover , it has excellent contacts with the other tourism related service providers and thus believes in excellent quality of services. A systematic method is followed by the staff in the companys operation, which reflects in its customer loyalty.

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 The construction of the company building is such that it attracts the customers with immediate effect.

Though Web marketing is one year old, the response to it is high and reflects in the sales report, they also provide online booking of room and other

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CHAPTER-5

Suggestion and conclusion

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Suggestion

The hotel ensures the safety of the guests and all assets .serve with smile and exceed the expectation of the guests .i found honesty at work place . execution of tasks is done with fair means excellence and trusts ,leadership is done with responsibility and commitment .they have utmost care of nature .their mission is to provide the hospitality at each location of our presence during the internship program there was assessment made in specific area of the organization which has scope of improvement .the complaint has gone a long way in building goodwill and providing quality services to its customers over the years. Due to the highly competitive business environment , they should continuously improve its services and came out with novel promotional strategies to face stiff competition from other acclaimed companies The hoel is should use more advanced technology in bookings and billings , which is faster and more effective than what they are currently using .During the peak season the employees work very long hours , this creates a lot of work pressure . To compensate and to motivate the employees , incentives or compensatory off could be introduced The hotel should take more corporate social responsibility so as keep the community happy as well as to gain more popularly in the market and among its customers from the society. By which they can increase the customers. The human capital of the company is in excess of 1000. All the employees placed at various levels and grades have diverse educational and cultural background which has been integrated to the corporate culture of the enterprise through appropriate human recourse management interventions and policies coveting recruitment , skill , upgrading , continuous training and other managerial inputs . the companys human capital is variant , active and participatory which translates into efficiency and high productivity.

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Hotel cochin heritage has bestowed its attention to human recourse management by implementation various best industry practices , providing the conducive work environment backed by a good remuneration package and other benefits

Conclusion

As a conclusion It can said that the company has all the factors needed to succeed . the company plans their work in advance which makes it really easy for any new customer . the hotel as a whole must understand the impotence of customer satisfaction and loyalty and make all efforts to retain customers . hotel must be given a higher ratio importance as future trends signify that the mentioned sector will be a cash cow for the investors . advertising costs should be minimized as they account for nearly 10 percent of a business profit Ensuring exceptional guest care by each and every employee should be the norm . to ensure this, flatted structure are recommended to stimulate communication process and close working as as a team . staff levels must be offered better pay packages since they are the ones in direct contact with your customers .competitive pay packages will also help in relation of staff and better services to the customers

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References

www.cochinheritagehotel.com www.unwto.org info@cochinheritagehotel.com

www.ktdc.in

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A Report of the Internship Training at The Cochin Heritage Hotel,

(Submitted in partial fulfillment of the requirements for the award of the Degree of
Bachelor of Commerce -Tourism and Travel Management)

By:

Vishnudev.P.R
(Reg. No. 06D0612) under the guidance of Mrs. Bindi Varghese

Department of Tourism Studies September -2010

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TO WHOMSOEVER IT MAY CONCERN

22/05/10 Cochin

This is to certify that Mr.Vishnudev.P.R, Student of Christ University Bangalore, Karnataka, has completed his Industrial Exposure Training successfully in our organization from April 21st 2010 to May 21st 2010. During his training period he had keen interest to learn his assigned job. We wish him all the very best in his future endeavor.

For Cochin Heritage Hotel

Lijo George Manager Operations

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